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What I Learned:

Every team member should watch this Breaking Bad episode

You know the one.

It’s where Walter White makes the cartel say his name. 

After years of being pushed, cajoled, and relegated to being a nobody in society, Walter finally demands respect.

How?

He asks for someone to say his dealer name.

“Say my name.”

“Heisenberg.”

“You’re Godd** right.”

CEO and career coach Debra Benton has this quote:  

“Being good at what you do is necessary, and being brilliant is required ..but none of these are sufficient. You also must affect people positively. And one of the most important ways is to say someone’s name.”

After all, a name is the most significant connection to their identity. When you address someone using their name, you acknowledge their importance.

So, this five-figure coaching advice for a CEO?

This really deserves an article?

After visiting hundreds of practices, I noticed a clear difference between those that use the power of names and those that don’t. I’ve walked into more practices than most, and I can’t tell you how often the front desk has its head down with no eye contact while staring at a computer screen. 

Alternatively, I cover one practice that has hired someone to greet you in the parking lot. Yes, someone is out in the parking lot and welcomes you—by name— when you pull in.

Millennials love personalization; you can’t get more personal than this simple trick.

Say my name.

This week, make sure your teams and practices say and write your new patients’ names in these five critical places:

1. When they first call on the phone, the receptionist’s name should say hers, and you should ask for the new patient’s name …but also the name of the parent.

2. In the text, when you book the first appointment, and in the text reminding them the day before. But if you want a best practice: Have the TC send a greeting video saying their name!

3. The name is written on a chalkboard/wall/poster when they first walk in. 

4. When they first check-in, have the front desk welcome the child and parent by name. Make eye contact and look directly at the parent and patient.

5. At the chair, say their name by the assistant & doctor when they sit down.

“Imagine everyone you speak with holding an invisible sign that says, “Make me feel important to you.”

Business Idea Whiteboard:

Say My Name 101 Training: